Customer Experience Associate (M-F, 1p-10p) - remote

Rent the Runway is transforming the way modern women get dressed and disrupting the $2.4 trillion global fashion industry by enabling women to rent, versus buy, clothing. Founded in 2009 with a vision to build the world’s first living closet, RTR believes that women everywhere will soon have a subscription to fashion. Rent the Runway has pioneered a new industry by transforming the traditional model of clothing consumption, making apparel rental an indispensable utility while also powering women to feel their best every day. RTR offers apparel, accessories and home decor from over 700 designer partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, Rent the Runway has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times.

About the Team: 

Customer Experience lives and breathes our mission of empowering our customers to feel amazing.  We’ve been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice, to troubleshooting orders, to offering a confidence boost when needed, we’re ready to help with anything. Customer Experience is truly the heart of our business and has a major impact on our continued success. You will be working with a great team with supportive team leaders.

About the Job:

Customer Experience Associates (CXA) will be responsible for ensuring that all of our customers have the Cinderella Experience that has personified the Rent The Runway brand.  This role will act as a subject matter expert who delivers empathetic, detail-oriented solutions to our customers. As our frontline, all CXAs are trained and positioned for optimal employee effectiveness.  This role will work remotely Monday-Friday, 1p-10p.

What You’ll Do:

• Deliver exceptional service and develop lasting relationships with customers via Rent the Runway channels for communication –phone, emails and live chats.
• Serve as a proud brand ambassador of Rent the Runway, constantly championing our core values to democratize fashion.
• Maintain knowledge of all Rent the Runway products including fit, styles and inventory.
• Assist customers in finding styles that meet their individual style and events needs.
• Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions.
• Deliver personalized service while meeting quality and productivity goals.
• Share customer feedback and information with other team members and leaders in order to continuously improve and evolve the customer experience.
• Contribute to an empathetic, positive and energetic team culture.

Who You Are:

• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.

• You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.

• You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.

• You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction.
• You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values.

What you need:

• A minimum of 2 years of experience working in a customer-focused environment

Benefits:

At Rent the Runway, we’re committed to the happiness and well-being of our employees and aim to create a workplace that fosters both personal and professional growth. Our benefits include, but are not limited to:

• Generous Paid Time Off including vacation, paid bereavement, and family sick leave –every employee needs time to take care of themselves and their family.
• Universal Paid Parental Leave for both parents + flexible return to work program  –because we know your newest family member(s) deserve your undivided attention.
• Paid Sabbatical after 5 years of continuous service –Unplug, recharge, and have some fun!
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment –Your health comes first and we’ve got you covered.
• Industry leading 401k match –an investment in your future.
• Many other amazing perks!

Rent the Runway is an Equal Opportunity Employer. Rent the Runway does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.